Help Desk Manager

The Helpdesk Manager will oversee the IT helpdesk team, ensuring efficient and effective support for Windows desktop environments. This role involves managing the Jira Service Desk platform, with a strong focus on automation and platform engineering to enhance service delivery and user satisfaction.

The ideal candidate disposes of :

• Team Leadership : Lead, mentor, and manage a team of helpdesk technicians, providing guidance and support to ensure high performance and professional development.
• Service Desk Management : Oversee the Jira Service Desk platform, ensuring tickets are managed and resolved in a timely manner. Implement best practices for ticket management and user support.
• Automation : Develop and implement automation strategies to streamline helpdesk operations, reduce manual tasks, and improve response times.
• Platform Engineering : Collaborate with the IT infrastructure team to ensure the stability and efficiency of the Windows desktop environment. Implement and maintain platform engineering solutions to enhance system performance.
• User Support : Provide high-level support for complex issues, ensuring user satisfaction and efficient problem resolution.
• Reporting and Analysis : Generate and analyse helpdesk performance reports to identify trends, areas for improvement, and opportunities for automation.
• Continuous Improvement : Stay updated with the latest industry trends and technologies. Propose and implement improvements to helpdesk processes and tools. Key competencies and SkillS The Helpdesk Lead role demands a versatile skill set that combines technical expertise, leadership, and collaboration. Excellent interpersonal and communication skills (both verbal and written) are a must.

Key competencies will include :

o In-depth knowledge of IT systems, software, and hardware(Windows 11, Office, other desktop apps).

o Proficiency in service desk tools (e.g., Jira Service Desk).

o Understanding of network protocols and troubleshooting (e.g., TCP / IP, DNS, DHCP).

o Familiarity with ITIL framework and best practices.

o Ability to lead and mentor a team of IT support staff.

o Strong organizational and time management skills.

o Capability to develop and implement policies and procedures.

o Strategic planning to enhance service desk performance.

o Excellent problem-solving abilities to address complex IT issues.

o Analytical skills to generate and interpret performance reports.

o Ability to identify trends and areas for improvement.

o Strong focus on user satisfaction and efficient problem resolution.

o Effective communication skills to interact with non-technical users.

o Ability to manage user expectations and provide timely updates.

o Willingness to stay updated with the latest industry trends and technologies.

o Flexibility to adapt to changing business needs and technological advancements.

o Commitment to ongoing learning and professional development.

Technology stack :

Education & EXPERIENCE REQUIREMENTS :